Job Description

Salary

Grade 4 - 32,767 - 36,197

Contractual hours

36

Basis

Full time

Package

Fixed Term Contract (12-months)
Full Time (36 Hours)
Monday - Friday (flexible working pattern)

Job category/type

Customer Service

Date posted

19/09/2025

Job reference

BH000803

Join our team as Customer Experience Co-ordinator

We're looking for someone who's passionate about delivering excellent service and making a real difference to our customers. As Customer Experience Co-ordinator, you'll be at the heart of our Customer Care Team, helping us respond to complaints with empathy and clarity, and using feedback to drive meaningful improvements across our services.

This is a role where your communication skills, attention to detail, and ability to listen will help shape how we learn from our customers and continue to grow.

Key Responsibilities

Act as the first point of contact for formal complaints, ensuring responses are timely, fair, and easy to understand. Support managers through complaint investigations, helping them meet service standards and regulatory requirements. Liaise with teams and contractors to gather information and resolve issues effectively. Prepare case files and responses for Housing Ombudsman investigations, sharing insights and learning across the organisation. Use feedback tools and tenant forums to gather customer views and inform service improvements. Promote a customer-first approach, using empathy and active listening to support resolution. Ensure inclusive language and decision-making, with a strong focus on Equality, Diversity & Inclusion. Identify and report Health and Safety concerns and customer vulnerabilities, making reasonable adjustments where needed.

What you'll need to succeed

Experience managing and resolving complaints, ideally within a social housing setting. Excellent written and verbal communication skills, with a clear and empathetic style. Strong organisational skills and attention to detail. Confidence in managing conflict and negotiating positive outcomes. Understanding of social housing issues and tenant rights. Proficiency in digital tools including Microsoft Teams, Outlook, SharePoint, and CRM systems. A commitment to inclusive practice and supporting vulnerable communities. A collaborative mindset and alignment with our values: Good intentions, Good communication, Good listeners, and Good together.

Interview Date(s):

Interviews for this position will be held on

Friday 10th October 2025.

Are you ready to play your part?

.

Applying Instructions

In your cover letter, please provide examples that meet the essential and desirable criteria outlined in the Role Profile and Person Specification. Your selection for an interview will be based on this information.

We welcome applicants from all backgrounds and experiences. If you share our values and want to make a difference, we encourage you to apply.

As a Disability Confident employer, we aim to provide reasonable adjustments throughout the recruitment process and employment. Please contact us at hello@boltonathome.org.uk if you need any support with your application.